Chief Client Officer, Client Experience
[Description] Key Responsibilities:
Monitor and develop initiatives for excellent service quality including improvement of NPS score
Formulate client service strategy for distribution and end clients to maintain the competitive position in service delivery
Strengthen client service delivery capability including but not limited to more automation and oversee its performance
Ensure effective implementation or enhancement of NPS measurements & Client Index and monitor the improvement of NPS score to achieve positive client experiences.
Lead strategic projects to review and improve operation efficiencies. Look for continuous improvement and automation to enhance the operation capabilities to provide best of the industry services
Collaborate with MCM, particularly the Deputy CEO to lead innovation and strategic projects such as Straight Through Processing, client experience enhancement, and ensure their timely and successful completion to support business strategy and growth.
Oversee the management of all operational procedures including technology deployment, financial and human resources within the approved budget
Minimum 15 years’ relevant experience with track record as a seasoned executive in the life insurance/financial sector.
Needs to apply academic (university degree in business subject) and industry experience to gain competitive edge and ensure our company becomes more efficient and more client-focused in Malaysia.
Self-motivated with positive attitude to work independently
Good analytical ability and strong business acumen
Excellent command of English